Customer Support Specialist (remote -english)

Malta or Remote

Reporting Line :  Reports to Customer Experience Manager

Contract Type :  Full-time

The Customer Experience Specialist will primarily support our Japanese customers encountering technical issues while playing games, address payment-related troubles, and provide bonuses where applicable to ensure customer satisfaction and retention. The role also covers facilitating smoother experiences for deposits, withdrawals, and KYC verification, potentially assisting with withdrawal processes. Using Zendesk as the support tool, the role involves communication via messaging and email, coordinating with internal teams as well as external partners, including game providers and payment service providers.

Respond promptly to Japanese customer inquiries regarding technical problems, payments, bonuses, and other support issues. Assist customers with deposit, withdrawal, and KYC verification processes. Maintain accurate records of customer interactions and follow-up actions in Zendesk. Ensure high-quality support via messaging and email channels. Contribute to a seamless and professional customer experience. Assist the CRM team with email content in Japanese.

Previous experience in Japanese customer support. Native-level proficiency in Japanese and strong English communication skills. Experience in online casino operations is a plus. Ability to work flexible shifts, including weekends and public holidays.

Live chat support for Japanese customers runs from 15 : 00 to 01 : 00 Japan time. However, shift hours are always scheduled between 07 : 00 and 18 : 00 CET, regardless of the season. Full-time working hours are 40 hours per week. Shifts will be scheduled to cover either morning or evening within the support operations coverage. Familiarity with Zendesk or similar support tools is advantageous.

Hybrid working arrangement. Fantastic office locations.